We make decisions based on what we think is fair and reasonable, accounting for the unique circumstances of each case we receive. We anonymise our decisions and write them in a way that prevents the person or small business complaining from being identified.
This database holds all the final decisions we’ve published since 1 April 2013 under the Financial Services and Markets Act 2000, as amended by the Financial Services Act 2012.
Your search returned 360264 results
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Decision Reference DRN-4643844
26 Feb 2024 Starling Bank Limited UpheldBanking and PaymentsDRN-4643844 The complaint Mr T complains Starling Bank Limited didn’t treat him fairly when he contacted it on the phone. He says staff lacked empathy and made it difficult for him to access specialist help. What happened I issued my provisional decision on this case recently, upholding Mr... (4 pages)View decision -
Decision Reference DRN-4495055
26 Feb 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4495055 The complaint Mr F has complained about the way Bank of Scotland plc trading as Halifax dealt with his claim for money back in relation to a purchase he made using his credit card. What happened The circumstances of the complaint are well known to the parties and some parts of ... (3 pages)View decision -
Decision Reference DRN-4576915
26 Feb 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4576915 The complaint Mr B complains that HSBC UK Bank Plc misled him with the foreign exchange rate he would receive on an international payment. What happened Mr B says that he wanted to transfer €70,000 from an overseas bank to his HSBC account, to be received in pounds. But when he... (3 pages)View decision -
Decision Reference DRN-4495653
26 Feb 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4495653 The complaint Mr W has complained that Lloyds Bank PLC, trading as MBNA, didn’t act fairly or reasonably in respect of a complaint raised about how parts of the Consumer Credit Act 1974 (“CCA”) related to something bought using his MBNA credit card. What happened In 2003, Mr W,... (4 pages)View decision -
Decision Reference DRN-4449305
26 Feb 2024 Frasers Group Financial Services Limited UpheldConsumer CreditDRN-4449305 The complaint Mr C is complaining about Frasers Group Financial Services Limited trading as Studio because he says it ended his reduced payment arrangement without his knowledge and then repeatedly ignored his requests to set up a new one. What happened Mr C had a catalogue sho... (3 pages)View decision -
Decision Reference DRN-4394481
26 Feb 2024 Santander UK Plc Not upheldMortgagesDRN-4394481 The complaint This complaint’s about a mortgage that Mr E holds with Santander UK Plc. The mortgage, which was predominantly interest-only, expired in October 2022, and the outstanding balance on the interest-only part is now overdue for repayment. The fixed interest rate on th... (5 pages)View decision -
Decision Reference DRN-4640835
26 Feb 2024 Barclays Bank UK PLC Not upheldMortgagesDRN-4640835 The complaint Mrs M complains that Barclays Bank UK PLC, haven’t refunded the £250 valuation fee she paid, when she believes the property she was purchasing was under-valued. She’s also unhappy about the poor level of customer service she received. What happened Mrs M applied t... (3 pages)View decision -
Decision Reference DRN-4574817
26 Feb 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4574817 The complaint Miss M complains that Bank of Scotland Plc (trading as Halifax) hasn’t fully refunded her for the money she lost when she fell victim to a cryptocurrency investment scam. Miss M brings her complaint with the assistance of a professional representative. But for sim... (4 pages)View decision -
Decision Reference DRN-4337484
26 Feb 2024 Connells Limited Not upheldMortgagesDRN-4337484 The complaint Mr M has complained about the service he received from a mortgage broker when he was buying a new build property under a help to buy (“HTB”) scheme. The broker was an appointed representative of Connells Limited, so it is the company responsible for dealing with t... (5 pages)View decision -
Decision Reference DRN-4644264
26 Feb 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4644264 The complaint Mr T complains that Barclays Bank UK PLC registered a deceased marker on his customer profile incorrectly. What happened Mr T completed a lost account application form online to search for any accounts that may exist for his late father. Barclays responded to say ... (4 pages)View decision
